International Journal of Business Excellence (90 papers in press)
Evaluating knowledge management maturity: a case study of a service operations company
by Eliel O. Santos, Guilherme F. Frederico
Abstract: Knowledge Management KM has become important focus for organizations in the current context. This is more relevant for companies specialized in BPO Business Processes Outsourcing. The correct understanding of KM practices development stage is essential for practitioners who aim to establish improvement plans in order to achieve higher levels of performance based on KM issues. Maturity evaluation can provide real scenario in terms of development level of KM practices. Taking this into consideration this study will bring the findings from a case study method applied on a BPO Company in Brazil. An improvement plan will be proposed as solution for KM issues identified at the company. Besides provide a guide for practitioners in terms of maturity evaluation this study also brings important contribution for KM theory and in specific maturity management.
Keywords: Knowledge Management; Maturity; Business Process; Service Operations; Case Study.
Developing a typology of customer misbehaviours (case study - hotel industry, Iran five stars hotels, Homa, Parsian Azadi, Esteghlal, Evin)
by Mahsa Akbari
Abstract: The aim of this study is to explore and identify the different types of customer misbehaviours from service providers' side (hotel employees) in hotel industry. This paper contributes to elucidate the salient type of customer misbehaviours which have been prevalent in Iran. Data were collected by semi-structured in-depth interviews & narratives of service employees of five starts hotels in Iran using Critical Incident Technique (CIT) (n=60) and then analysed through ATLAS software. Thematic coding was used to identify emergent themes and patterns of consumer misbehaviour. Thematic coding resulted in a comprehensive typology of customers' misbehaviour and identified two main categories of consumer misbehaviour (interpersonally directed & property directed) which interpersonally directed divided into five subcategories: verbal aggression, physical aggression, refusal to participate, illegitimate complaints and needless engagement and property directed misbehaviour classify into theft, vandalism & sabotage and fraudulence behaviour. These misbehaviour are now further explored in this study. The results of the findings contribute to identify the most common types of misbehaviour during the interactions.Design/ Methodology: A critical incident technique was adopted to collect and analyse the qualitative data from service employees who work on five starts hotels in Iran. Summary of statement of contribution: The novelty point of this study is to illuminate the different type of customer misbehaviour in hotel industry in Iran for the first time. Furthermore, no study has been observed to explore different type of misbehaviour in hotel industry. We believe this study complements the existing research by extending and bridging on misbehaviour in hotel services.
Keywords: consumer misbehaviour; Hotel industry; Qualitative research; CIT; Typology.
Investigating the Gender influence on Technology Adoption Model (TAM) towards Smart Phones Evidences from Emerging Economies
by Sakkthivel Annamalai Manickam, Ramu Nilagiri
Abstract: The paper investigates the influence of gender (male and female) over Technology Acceptance Model (TAM) towards using smart phones. The study conducted in Sultanate of Oman among 296 smart phones users (male and female). The study used SEM approach to identify the influence. The results are (1) Gender (male and female) elicit a negative influence over perceived usefulness towards using smart phones (2) Male respondents elicit a positive influence over perceived ease of use (3) Female respondents elicit a negative influence over perceived ease of use. The model revealed the male influence over perceived ease of use towards using smart phones.
Keywords: Technology Acceptance Model; Perceived Usefulness; Perceived Ease of Use; Gender Influence; Structural Equation Modelling; Sultanate of Oman.
Barriers to Reverse Logistics Practices in Pharmaceutical Supply Chains: An ISM Approach
by Haidar Abbas
Abstract: The essence of supply chain management lies in the movement of resources in the best possible manner with respect to time, money and efforts. For products supply, the principle says that right product in right quantity with right quality should reach the right customer at right time, right cost and right place. This only took care of forward flow of product and information without mentioning the exceptional/likely backward flow (i.e. from destination to source). The product is likely to come to the destination for any of the reasons; dissatisfaction/defect/non-performance/servicing/ repairing/after use disposal. This important issue could attract the attention of academicians as well as practitioners as late as around 1980s. However, practicing this reverse chain for the likely reasons is also not free from obstacles. Lack of financial resources, lack of technological advancement, lack of commitment of top management, lack of awareness about the legislative measures, higher cost of facilities installation, higher operational costs are only some of the key barriers explored from recent and relevant previous studies. Identification, classification and preparation of suitable proactive treatment strategy become the responsibility of the top management for taking better decisions. Researchers are making an attempt in this direction in the context of Indian pharmaceutical supply chains as they could not find any such study which provided a holistic view of the barriers that impede reverse logistics practices. Using the Interpretive Structural Modeling (ISM) methodology, researchers are trying to establish driving barriers (aggravating few more barriers) and independent barriers (most influenced by driving barriers). Based on degree of driving power and dependency, researchers will extract some crucial barriers that require more attention than others.
Keywords: Supply chain; logistics; Product Returns Management; Reverse logistics; Backward Supply Chain; Interpretive Structural Modeling.
Hindrances to Sustainable Workforce in the Upstream Oil and Gas Industries- Interpretive Structural Modeling approach
by Balkrishna Narkhede, Bhaskar Gardas
Abstract: It is a well-known fact that the industrial sector's overall growth and development depends hugely on the talent and strength of its workforce. The objective of this study is to present an approach to identify critical hindrances in achieving sustainable workforce in Indian Oil and Gas industries. Seven significant barriers have been identified from the literature review and opinions of experts from the industry and academia. The interpretive structural modeling methodology has been employed for establishing the contextual relationships among the barriers, and a hierarchical model has been developed. Further, crucial hindrances have been identified from their driving and dependency power using MICMAC analysis. Lack of clarity in the career ladder, insufficient pay, and perks (C6), reduction or elimination of educational and training programs (C4), lack of knowledge transfer (C5) are found to be the most significant barriers. An example from the Indian Oil and Gas industry has been presented to show the real-world applicability of the proposed model. This study is intended to help academicians, and industry practitioners to understand the interrelationship among the identified barriers and to eliminate the most critical barriers for achieving the workforce sustainability in the case sector.
Keywords: Oil and Gas industry; sustainable workforce; hindrances; multi-criteria decision making (MCDM); interpretive structural modeling (ISM); emerging economies.
MEDIATION EFFECT OF SERVICE QUALITY BETWEEN SERVICE INNOVATION AND CUSTOMER WORD OF MOUTH IN INDIAN HIGHER EDUCATION SYSTEM
by Sridhar Manohar
Abstract: Purpose: This study attempts to test the impact of service innovation on external perspective intermediate constructs of SPC framework (external service quality to customer word of mouth) thereby evolving a new framework termed as SI-CP (service innovation-customer performance) that would help in enhancing non-financial external performance of an educational institution. Further the study efforts to find the effect of service quality as a mediator between service innovation and word of mouth.
Methodology : The Descriptive research design was adopted for this study and the relationship among the constructs were tested by collecting data through an adopted questionnaire from the sample of 355 final year under-graduate/masters programmes. Software tool named Visual PLS was used to test the model of causal relationship and Sobels test was used for examining the mediation analysis.
Implications: The result exhibits that there is a combined positive effect of service innovation-service quality on the customers word of mouth. The outcome further indicates that service quality acts as a perfect media-tor between service innovation and customers word of mouth. The finding highlights that the decision makers of education service sector need to understand that if both service innovation and service quality is combined that would result in a non-financial performance of the firm namely positive word of mouth which was not empirically tested before in both innovation and service quality literature.
Keywords: Service Innovation; Service Quality; Word of Mouth; Service Profit Chain; Education System.
An Integrated Model for Achieving Sustainability in Manufacturing Industry- An Empirical Study
by Paranitharan K.P, Ramesh Babu T, Päivi Iskanius , Pal Pandi A
Abstract: Manufacturing industries are playing an important role in economic development of a country in the world. Therefore, the manufacturing industries worldwide have to face intense competition. This obligated the industries to maintain quality in product and service for maintaining sustainability in the competitive environment. This situation warrants a change in business and quality system practices. Till date in India, most of the manufacturers are performing well. However their individual system of practice has to meet certain dynamic conditions of international market changes. This eventually requires a definite integrated manufacturing model to measure and enhance the production performance and to maintain sustainability in this century. The main purpose of this paper is to analyse the performance of manufacturing industries in India through integrated manufacturing business excellence system (IMBES). This comprehensive model has been constructed based on ten critical factors with 91 variables. The perception of managers has been collected by structured questionnaire with respect to practice of IMBES in manufacturing industry. The data has been analyzed and interpreted by using statistical tools. The result revealed that the ten critical success factors of the integrated model have contextual relationship and significantly support to implement the model and achieve sustainability in manufacturing industry.
Keywords: IMBES; Manufacturing Industries; Sustainability; Integrated Manufacturing System; Empirical study.
Financial Performance Ranking of Automotive Companies in India using TOPSIS Method
by Santosh Kumar Yadav, Rohit Kapoor
Abstract: The automotive industry is the fastest growing industries in India. It contributes 7.1 percent of the countrys Gross Domestic Product (GDP) in Indian market by IBEF reports. This research has examined the financial performance ranking of the automotive industry using Technique for Order Preference by an Similarity to Ideal Solution (TOPSIS) method. The primary objective of this paper is to (1) calculate weight value of each financial ratio, and (2) provide ranks to each alternative (automotive companies) using TOPSIS method. The period for assessment of automotive industry was from 2012 to 2016 and results indicate each years automotive performance ranking. The results showed that MRF has the highest ranking in the year 2012, 2013, 2015 and 2016, and Eicher Motors in 2014. Every year different automotive firms had the lowest ranking.
Keywords: Automobile; Financial performance; TOPSIS; Entropy.
THE IMPACT OF SERVICE QUALITY ON SUSTAINABLE COMPETITIVE ADVANTAGE: STUDY ON JORDANIAN HEALTH INSURANCE COMPANIES
by Rateb Sweis, Mai Elian, Afnan R. Alawneh, Nadia Sweis
Abstract: Recently private insurance companies are facing high competition in present market. This study aims at analyzing the impact of service quality on the sustainable competitive advantage of health insurance companies in Jordan; it also aims to find the best practices and weaknesses of health insurance activities. A model is constructed to analyze this impact; data is collected from two populations; the managers of health insurance companies and their registered customers. Samples of 14 managers and 42 customer coordinators are considered to be the unit of analysis for this study, and a variety of data collecting tools are applied; questionnaires, structured interviews, annual balance sheets for the previous four years. The major findings of this study show that the service quality as a whole has an effect on gaining sustainable competitive advantage. Also the responsiveness and empathy dimensions of service quality have an effect on sustainable competitive advantage. More research is needed to explore sustainable competitive advantage in other Jordanian sectors.
Keywords: service quality; sustainable competitive advantage; health insurance companies.
Crisis Management Model Using Fuzzy Cognitive Map
by Farzad Firouzi Jahantigh, Ehsan Khanmohammadi, Azam Sarafrazi
Abstract: Managers who enable their organizations to recover from a crisis exhibit a complex set of competencies in each of the five phases of a crisissignal detection, preparation and prevention, damage control and containment, business recovery, and reflection and learning. Given the importance of crisis management in organizations, this study provided an integrated crisis management model. To provide the model, the crisis management literature was reviewed in detail and crisis criteria were extracted in three pre-crisis, crisis, and post-crisis stages. The relations between criteria were determined by experienced managers using DEMATEL method. The final relation of criteria which was calculated through DEMATEL method was entered into fuzzy cognitive map as an input and the final crisis management model was drawn. In addition to integrated crisis management model, the ranking of crisis criteria was also one of the results of this study that could empower managers to respond threats.
Keywords: Crisis; Crisis Management; Crisis Criteria; Fuzzy Cognitive Map; DEMATEL Method.
Assessment of sustainable initiatives in Indian ports using AHP Framework
by Vikas Singh Sengar, Chandra Prakash Garg, T. Bangar Raju
Abstract: From historic era till modern days, sea ports have been acting as commercial infrastructure for international trade and adding value to a nation. But escalation in port activities on land and increased vessel traffic has resulted negative impact on environment and ecology. Thus, ports are forced to think beyond their traditional business ideology of growing in economic dimension only. Rather they are required to grow economically in balance with social progress and remain environmental friendly. This provides a scope to identify a sustainable framework and factors associated to it, with respect to a port. This study makes an attempt in this direction and identifies the critical factors for sustainable initiatives in Indian sea ports. This work uses AHP framework to evaluate the sustainable initiatives and identifies that for a port; environment dimension should be prioritize over social and economic dimension to attain sustainability. Similarly economic dimension should be considered after social dimension while developing a sustainable framework. Additionally, the study also concludes that out of 14 sub factors used for study, functional environmental management system is most important one and Port infrastructure development scheme/fund is least considered sub factor.
Keywords: Sea ports; Sustainability; factors; Analytic hierarchy process (AHP); India.
Building a Customer-focused Culture in Organizations: Developing 7Cs Model
by Pankaj Madhani
Abstract: In the current scenario of highly competitive market, developing a strong relationship with customers is vital in achieving the sustainable business performance. To be successfully focused on customers, organizations must ensure a high level of consensus and cohesiveness around the belief that their existence relies on being responsive to the needs of its customers. Organizations can truly embrace customer focus only if they embed it as a culture throughout their organizations. This research has emphasized significance of market orientation as well as strategic capability in inculcating customer-focused culture. To build customer-focused culture, organizations need to deploy market orientation executed with strategic capability. The research has developed 7Cs model to facilitate building of customer-focused culture in organizations. A strong customer-focused culture exhibits high ratings on all 7Cs: customer insight, competitor awareness, collaborative approach, criteria for decision making, compensation strategy, CEO leadership and customer value creation. Research also builds various frameworks and empirically establish relationship between enterprise value and customer-focused culture in organization.
Keywords: Customer focus; market orientation; strategic capability; customer-focused culture; customer life-time value; CLV; enterprise value; competitive advantages; business performance.
The Effect of High Performance Work Systems on Radical Innovation in Knowledge-based Companies through Moderating Role of Innovation Capabilities
by Mohsen Shahriari, Mehdi Abzari, Ali Nasr Isfahani, Masoud Kianpour
Abstract: The present study aims to examine the effect of high-performance systems through moderating role of marketing capabilities on radical innovation of knowledge-based companies. The statistical population of study includes all managers and employees of Iranian knowledge-based companies that are located in Isfahan province. The statistical sample of study includes 165 individuals. The results of present study suggest that the variables of employee autonomy, training and development off employees, participation in decision-making, job security and performance management affect radical innovation of knowledge-based companies significantly. In addition, the results suggest that the variables of job security and job clarity do not affect radical innovation of knowledge-based companies significantly. In addition, results of testing moderating hypothesis suggest that innovation capabilities with adjustment coefficient of 0.527 moderate the effect of high-performance systems on radical innovation significantly. on radical innovation significantly.
Keywords: High-performance Systems; Radical Innovation; Innovation Capabilities; knowledge-based Companies.
A Comprehensive Model for Implementing Succession Management System: A Grounded Theory Approach
by Mahmood Danyali Dahhous, Sayyed Mohsen Allameh, Ali Safari
Abstract: According to most scholars, there exists no universally agreed theoretical framework regarding succession management. The purpose of this study is to create a model of succession management planning in an empirical case study. Organizations strongly need to implement succession management, which would help them to maintain its competitive advantage. This study is conducted based on the grounded theory methodology which could best lend itself to the purpose of the present research. The statistical population includes managers (chief executive officers and executive officers of the company. The sample, consisting of 16 people, was formed using snowball sampling. Theoretical sampling is applied in the data collection process for generating the theory. The data were analyzed, using Strauss and Corbins (1990) three-stage coding process. The findings indicate that the modern succession structure acts as a central theme in the design of the integrated model of succession planning. The causal conditions, at three levels of individual, organizational and managerial structures, mediated by the modern succession structure, have impact upon the succession management accomplishing strategies. These strategies are: policy making, candidate evaluation, candidate development, and the effectiveness assessment. Of course, in this regard, confounding conditions at three micro, organizational and macro levels, as well as the contextual conditions in three areas of the organizational outlook, contexts realizing organizational outlooks, and organizational policies, influence these strategies. The outcomes of these strategies and the influencing processes eventually find expressions at micro (individual), middle (unit), and macro (organizational) levels.
Keywords: succession management; Talent management; Grounded Theory Approach.
Customer Related Social Stressors (CSS) a Challenge to Employee Satisfaction: Evidences from Luxury Bus Service Providers in Pakistan
by Asif Nawaz, Kamran Yousef Sandhu, Nafeesa Abbas
Abstract: Customer may also become a source of stress for service employees and affect their wellbeing. Same is determined in this study to find the impact of customer social stressors on bus hostesses emotional exhaustion and as a result on their job satisfaction and life satisfaction. Data was collected from 150 bus hostesses in Lahore City. Analysis is done with smart PLS 3.0. by applying multiple test, both for outer and inner model evaluation. Customer verbal aggression and disliked customer both proved to be escalating exhaustion that in turn affect job satisfaction as well as life satisfaction of the serving females.
Keywords: Customer social stressors; emotional exhaustion; job satisfaction; life satisfaction.
The Relationship of Corruption to Economic Activity in the OECD
by Todd Broker, Dan Harris, Topaz Prawito, L. Murphy Smith
Abstract: This study extends earlier research regarding the relationship of corruption to economic activity. In the current study, three measures of economic activity are examined: Gross Domestic Product (GDP), Foreign Direct Investment (FDI), and unemployment rate. A fourth factor, Economic Freedom, is also analyzed to assess the relationship between corruption and level of government involvement in a countrys economy. Findings indicate that increases in Gross Domestic Product per capita are significantly higher in low-corruption countries. Further, nations with lower levels of corruption experience noticeably lower unemployment rates compared to nations with higher levels of corruption. Additionally, findings show that low-corruption countries tend to have more economically open and free societies. Economic data for the study was collected from the OECD (Organization of Economic Cooperation and Development), from the World Bank, and from the Heritage Foundations Index of Economic Freedom database. Corruption level data was obtained from Transparency International, which annually publishes a ranking of countries based on perceived corruption. Corruption activities include but are not limited to: corporate fraud, bribery, and cartels.
Keywords: corruption; business activity; fraud; bribery.
Analyzing the relationship between Organizational Strategies and Effectiveness of Human capital Management Practices
by Kouroush Jenab, Hadi Teimouri, Kim Lafeor
Abstract: There has been a growing interest among scholars in organizational capitals in recent years. Using the field-descriptive method, this study reports a model for comparative analysis of challenges of organizational strategies in two private and public sectors of Iran's petrochemical industry and its impact on effectiveness of human capitals management practices. Historical study method was used to collect theoretical subjects and field study method was applied to answer to research questions and confirm or reject research hypotheses. There exists a significant difference between effectiveness level of human capitals management practices in areas of organizational strategies in two private and public sectors of petrochemical industry. Analyzing the impact of existing challenges of organizational strategies on effectiveness of human capitals management practices shows the reversed relation among the existing challenges of organizational strategies and effectiveness of human capitals management practices in this regard. These results offer implications for future human capital practices inclusive of a proposed comprehensive model of Human Capital Management Strategy as a systemic remedy.
Keywords: Human Resources Management; Organizational Strategies; Organizational Challenges; Effectiveness.rnrn.
AN EMPIRICAL EVALUATION OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY TOWARDS THE SERVICES RENDERED BY BOTH PRIVATE AND PUBLIC SECTOR BANKS IN TAMILNADU
by Mahalakshmi Varadharajan, Karthikeyan Karthik
Abstract: A bank is a financial institution which provides banking and other financial services to its customers. A banking system is also referred as a system which offers cash management services for customers, reporting the transactions of their accounts and portfolios, throughout the day.
The author conducted a literature search on various services rendered by both Private and Public sector banks and interviewed 1040 customers. The study focuses on various services rendered by banks like Loan oriented services, Front office services, Deposit oriented services and Infra structure facilities rendered by banks. Statistical tools like SEM analysis, Karl Pearsons co-efficient, Two-way table, Chi-square test, Garretts Rank, and Discriminant Analysis are used to analyze the data. With the help of analysis causes were identified and through correcting the causative factors and to overcome such cause valuable suggestions were provided to the banks.
Keywords: Banking services; Loan oriented services; Deposit oriented services; Infra structure facilities.
Identification of Factors Affecting Quality of Multimodal Transportation for Containerized Export in Indian Scenario
by Aman Dua, Deepankar Sinha
Abstract: This work explores the perception of actors in multimodal transportation to arrive at the significant factors influencing the quality of multi-modal transportation for containers from India. The existing literature focuses on a particular issue, or some issues, such as cost, time or infrastructure related to logistics or concerns of a firm in maintaining efficacy of logistics operations. In this research, an attempt has been made to compile and analyze the major relevant issues and challenges of the primary stakeholders associated with multimodal transportations. The responses of the stakeholders, represented by the managers of the firms, in the logistics chain have been obtained through semi-structured interviews. The responses have been analyzed qualitatively, and the summary of the results have been vetted by the respondents. The customers perspectives have been further obtained by analyzing their comments on the social networking websites of logistics firms. These e-comments have been analyzed using Sentistrength, a data mining software.The results of the analyses reveal the factors affecting the perception of stakeholders about the quality of multimodal transportation.
Keywords: Multimodal Transportation ; Quality; Supply Chain Quality; Sentiment analysis; Factors affecting Transportation Quality.
Evaluating International Market Selection with Multi-Criteria Decision Making Tools - A case study of a Metal Company in Indonesia
by Elia Oey, Noviyanti Komala, Sanny Lim
Abstract: With the era of globalization, firms have the opportunity to expand their operations beyond the countrys boundary. Expanding business to an international market can give firms benefits such as economic of scale leading to cheaper cost, higher asset utilization, as well as knowledge to international exposure. However, entering international market also poses its own challenges and risks. To make a sound business decision, firms wish to enter international market need to do a proper analysis and evaluation. The study is based on a case of a medium-size Indonesia company that wishes to export its metal-derivatives products to International market. The study used a systematic International Market Selection (IMS) approach using a combination of Analytical Hierarchical Process (AHP) and Goal Programming (GP). It chose 12 (sub) criteria, representing generic and product-related considerations. Based on the preliminary screening, it narrowed down the alternatives to 15 countries, and using the combination of AHP-GP recommended 3 countries to enter.
Keywords: Multi-Criteria Decision Making; Goal Programming; Analytical Hierarchical Process; International Market Selection (IMS).
An assessment of the factors influencing the affective component of commitment among employees in IT sector in chennai
by Aiswarya Ramasundaram, Ramasundaram Gurusamy
Abstract: The purpose of the study was to examine the factors influencing commitment among employees in the IT industry. This study is limited to the top companies in IT sector in Chennai. The respondents surveyed were active IT employees. The study provides significant current information on HR practices in IT industry. The researcher proposed a set of research questions to understand the level of HR practices on the commitment level of the employees.rnThe hypotheses are tested on the data collected from the IT employees. Statistical tools like Factor analysis and step wise regression was applied to understand the level of importance each factor namely career development, decision making, brand value, and performance appraisal has on the commitment of the employees.rnThe findings reveal that best form of HR practices shall impact the organizational commitment of the employee in a positive manner. The results showed that variables like career development, decision making, brand value, and performance appraisal have a positive impact on the affective component dimensions of commitment. Current HRM research has a strong focus how organization can improve employees commitment to the organization. Also the insight gained from this study contribute to the future development of this line of research in other industries also.rn
Keywords: Employee commitment; IT sector; Affective component; career development; decision making and brand value.
What Does It Take to Become a Lifestyle? A Case of an Online-Based Transportation Phenomenon
by Erlinda Yunus, Sridhani Pamungkas
Abstract: This study examines an online-based transportation service, which has become phenomenal in emerging countries. This study aims to reveal the characteristics of the users and identifies factors determining this lifestyle. This study employs a mixed-method approach, which combines a survey with an in-depth interview, to unveil the determinants of the lifestyle. A total of 225 valid data are used to map the motivations of the users and to segment them, followed by a content analysis of 11 in-depth interviews. The results suggest that the online-based transportation users are either Ideal or Achievement motivated and could be segmented into Strivers, Believers, Innovators, Achievers, and Thinkers. Thinkers dominate the user segment. Moreover, this study also uncovers four determinants of the lifestyle across these five user segments, which is cost efficiency, speed, service value, and simplicity. This study is amongst the first to reveal the determinants of choosing an online-based transportation.
Keywords: Go-Jek services; lifestyle determinants; consumer segments; case study research.
Recent developments in Low Cost Carrier Research: A Review
by Tarun Dhingra, Manish Yadav
Abstract: Recent trends in the Low Cost Carrier (LCC) literature is reviewed in this study from 2005-2015.On the basis of systematic review,169 articles located in 20 top air transport journals are categorized into 9 distinct topics/major themes: (1) Airline Strategy; (2) Airline Business Model; (3) Airline Economics; (4) Airline Performance; (5) Airline Market Structure; (6) Airline Operations; (7) Airline Sales & Marketing ; (8) Airline Service Quality; (9) Airline & Airport Relationship. All themes are reviewed & their intra linkages are presented in the study. Concluding thoughts concerns requirement to study and compare various LCC models across the word from the point of view of location, policy, regulations and competition through process and variance based research.
Keywords: Low Cost Carrier; Airline Business Model; Airline Trend; Airline Strategy; Airport Relationship; Systematic Literature Review.
Computer Aided Design based Assembly Sequence Planning: A next stage in Agile Manufacturing research
by D.T. Sunil, S.R. Devadasan, V.M.M. Thilak
Abstract: Today, certain manufacturing companies have developed agile capabilities to react quickly in accordance with the dynamic demands of the customers. These manufacturing companies are regarded by the modern researchers as 'agile manufacturing companies'. Other companies are unable to compete with agile manufacturing companies. In order to facilitate companies to acquire agility, modern researchers are required to identify the next stage of research whose outcome will enable today's manufacturing companies to become agile manufacturing companies. In this background, in this paper, a literature review is reported. At the end of conducting this literature review, the benefits of implementing agile manufacturing and assembly sequence planning were gathered and compared. Based on this comparison, this paper is concluded by suggesting that determining optimal assembly sequences of the components to produce products for implementing agile manufacturing paradigm in today's manufacturing companies shall be the next stage of research.
Keywords: Agile manufacturing; Computer Aided Design (CAD); Assembly sequence planning: Optimization techniques; Computer aided manufacturing; Literature review.
Evaluation of employee brand using typological analysis in Indian airline organization
by Thamaraiselvan Natarajan, Sridevi Periaiya, Senthilarasu Balasubramaniam, Thushara Srinivasan
Abstract: A favourable employee brand gives service organizations competitive advantage. We analyze the typology of employee branding in an Indian airline company using Finite mixture partial least squares (FIMIX-PLS). The employees of Air India, Chennai division were surveyed and the types of employee brands prevalent in the organization were identified. The empirical analysis substantiates the typology by observing the presence of four types in employees namely, all-stars, injured reserves, rookies and strike-out kings. The employees in all-star category have high knowledge of the desired brand (KDB) and perceive that the psychological contract (PC) has been upheld. The KDB of injured reserves employees is high whereas they perceive violation of PC. The rookies employees KDB is low while their PC is favourable. Both the KDB and PC of strike-out kings are low. The result also uncovers department, using Chi-squared Automatic Interaction Detection (CHAID), as a categorical variable that explains the segmentation. The management should enhance brand-centric human resource practices to make the organisation an All-Star.
Keywords: employee brand; typology; psychological contract; brand knowledge; brand image; competitive advantage; services branding; clustering; FIMIX-PLS; CHAID.
Structural modelling approach: The strategy for productivity enhancement in manufacturing industries
by Raju Kamble, Lalit Wankhade
Abstract: The research work is carried to develop a structural equation model (SEM) for exploring key productivity factors to overcome some of the issues related with productivity enhancement and measurement in manufacturing industries. The methodology has been developed in four clearly defined steps, starting with exploratory factor analysis (EFA) which increases confidence in the conceptual model. The Malcolm Baldrige National Quality Award (MBNQA) framework is used to develop basic productivity model. Further best fit measurement model is developed showing acceptable goodness of fit (GOF) indices. Finally, improved productivity SEM having acceptable GOF is developed. The paper relies on a data collected from 311 employees of manufacturing industries. SEM proposes causal relationship among productivity key factors in terms of driver and system elements. From results, five-key factors, incorporating organisational culture, human resource management, management strategy, production methodology, and performance leading to a conceptual model. The quantitative relationship will become a key guideline to develop managerial tool for productivity improvement as well as to develop productivity models for its measurement at various levels in manufacturing industries.
Keywords: Key factors: Confirmative factor analysis; Productivity; Structural equation modelling; Productivity model; and Causal relationship.
Exploration of attributes influencing productivity in opencast mines
by Padma Charan Mishra, Manoj Kumar Mohanty, Manmohan Mall
Abstract: The glorious super cycle of mining industry from 2002 to 2010 is gone. Presently the industry is struggling with a range of challenges concerned with productivity. To identify the productivity influencing attributes, this study specifically aims at exploring such attributes and codifying them with a colour code system in prioritising them in operation action plans. In total 29-attributes collected from previous literatures and field experts were tested through principal component analysis using a purposive or judgemental sampling of 225 and primary data were collected using a 5-point Likert scale from Indian massively deposited opencast mines. Further, based on the loading factors of attributes, a colour codification system was linked to prioritise all impacting attributes. The paper provides an observed insight into the severity-segment to which the productivity hampering attributes belong. The alertness required for each attribute is linked with colour coding. This implication show, priorities can be fixed on productivity influencing attribute in attending them using a colour codification system. Operational Level Management of mining field can address these productivity attributes in a more effective way. The originality lies in sequencing the productivity influencing attributes based on a colour coding priority system. Implementation of this approach can transform operational strategies in enriching opencast mining field.
Keywords: Indian opencast mines; Productivity; Exploratory Factor Analysis; Colour coding.
TECHNOLOGY AND BRAND SELECTION: THE MEDIATING EFFECT OF COGNITION IN INDIAN RETAIL
by Satish Chandra Ojha
Abstract: The aim of this study is to experimentally inspect the intervention impact of cognition variables on the relationship between technology and brand selection in Indian retail. A quantitative technique was utilized to test the model of which was produced for the reason of the study. The model included technology dimensions, cognition and Brand selection. The research data were collected from the population of Kanpur region for the purpose of this study. The major finding of this study is that cognition variables which constitutes of perceived quality and service quality, mediates the relationship between technology and brand selection.
Keywords: Brand selection; Indian Retail; Mediation effect; Perceived quality; Service quality; Technology.
LEAN SIX SIGMA APPROACH: A STRATEGY TO ENHANCE PERFORMANCE OF FIRST THROUGH TIME AND SCRAP REDUCTION IN AN AUTOMOTIVE INDUSTRY
by Basant Chaurasia, DIXIT GARG, Ashish Agarwal
Abstract: The purpose of this paper is to demonstrate widespread to improve first through (FTT) and reduces scrap formation through the strategic application of Lean Six Sigma (LSS) in the Indian automotive industry. Data used in this research was taken from Indian automotive plant in year 2014-15 during fifteen months, through onsite subtle observations, views of authors, semi structured interviews with staff, discussion with Six Sigma experts and internal documents .The comprehensive Lean Six Sigma strategy DMAIC (an acronym for Define, Measure, Analyze, Improve and Control) was used to achieve the desired target overcome low FTT and high scrap generation. Lean six sigma strategy will proactively work as competitive tool for insipid economical growth of automotive companies. The prime target of the case research was to ameliorate FTT and scrap curtailment. During the case research, result witnessed through LSS strategy FTT had been improved 21.21 percent and scrap genesis reduced 12.80 percent in fifteen months duration. The paper contributes to witnessed evidences that demonstrate the effectiveness of LSS within the automotive industries. Although, industries have their own experts and business analyst, moreover research study may provide influential help to improve FTT and scrap reduction in ongoing situation with help of LSS tools value stream mapping, SIPOC diagram, fishbone diagram, Pareto chart and validation method.
Keywords: Lean Six Sigma; DMAIC; Value Stream Mapping.
Does emotional stability mediates the relationship between self-disclosure, personality integration, social adjustment
by Nagendra Singh Nehra, Santosh Rangnekar
Abstract: The present study explores the relationship between self-disclosure, personality integration, and social adjustment. The study further investigates whether emotional stability acts as a mediator between the said relationships. Capitalization theory has been used as the supporting theoretical lens to examine the proposed relationship. This research uses a paper and pencil based questionnaire survey of 290 employees of public and private sector organizations. Multiple hierarchical regression analysis was employed to analyze the data. The results reveal that self-disclosure is positively associated with personality integration and social adjustment. The results further demonstrate that emotional stability acts as a partial mediator between self-disclosure and social adjustment. The results also show that emotional stability does not mediate the relationship between self-disclosure and personality integration. The findings of this study are expected to be of great help to organizations while recruiting and selecting a talented lot that is emotionally stable and socially adjustable. This is the first study to test these associations, especially in a South Asian context, thus making a unique contribution to existing body of literature. Besides, this study conducted a cross-sectional survey, which build on self-reported data and does not take the issue of causality in to account. Future studies may use a longitudinal research design to overcome this limitation. This study suggests that conducting regular training and counseling sessions at workplace to train employees, and to develop emotional stability and self-disclosure traits, is crucial so that employees are able to display social adjustment at workplace.
Keywords: Emotional stability; personality integration; self-disclosure; capitalization theory; social exchange theory; Indian context.
Understanding the Connect Between Digitalization, Sustainability and Performance of an Organization
by Moid Ahmad, James Murray
Abstract: Digitalization of organizations is rampant in current times. For both Government (Digital India initiative) and commercial organizations, connectedness to a digital platforms is required and investment in digital platforms is a competitive priority. This investment also has strategic implications as it has the capability to reduce certain costs and enhance the effectiveness of an organizations systems. Going digital involves many indirect benefits and also direct costs. Thus, it becomes imperative to understand the cost and benefit structure of digital platforms in organizations and the effectiveness of such platforms. The basic premise of this study is to understand the effect of digitalization on the business and efficiency in an organization which has chosen investments in digital assets and Information Technology. This research paper tries to answer a very basic question on the effect and effectiveness of digitalization on companies and analyzes the effect. Investment in information technology was found to be positive and highly correlated with Sales and moderately correlated with PAT. The regression analysis also indicates that Sales and PAT have positive coefficients for IT investments. One significant finding of the study is that the effect of digital investment was positive on PAT and Sales.
Keywords: Digitalization; Digitization; Sustainability;Vector Auto Regression; operational efficiency ;Sales.
FACTORS INFLUENCING WORK ENGAGEMENT AND ITS IMPACT ON TASK PERFORMANCE
by Monica Ravi
Abstract: This article aims to develop and test a research model that explores and investigates the role of core-self evaluations, pro-active personality and leader-member exchange as the influencers of work engagement and its impact on task performance. The relationships were tested via structural equation modeling using data collected from a sample of program analysts from IT sector with special reference to TIDEL Park, Coimbatore. The findings indicate that all the identified influencers namely core-self evaluations, pro-active personality and leader-member exchange have emerged as significant influencers of work engagement (R2=.69). Furthermore, work engagement had a significant impact on task performance (R2=.50). Special focus and initiatives have to be harnessed on having good LMX and recruiting employees who are proactive and who have core-self evaluations as they have shown significant impact on work engagement and hence task performance. Organisations must focus on creating and establishing these influencers in the workplace since it leads to employees being engaged and consequently task performance. Implications for theory and practice are discussed.
Keywords: core-self evaluations; IT sector; leader-member exchange; pro-active personality; program analysts; task performance; work engagement.
Influences of strategic management accounting on firm profitability of information and communication technology businesses in Thailand
by Kornchai Phornlaphatrachakorn
Abstract: The objective of this study is to examine the influences of strategic management accounting on firm profitability of information and communication technology businesses in Thailand. In this study, 194 information and communication technology businesses in Thailand are the samples of the study. Interestingly, strategic costing significantly leads to information richness and goal achievement while strategic performance measurement importantly relates to organizational excellence. Next, strategic decision making critically links to information richness, organizational excellence, goal achievement, and firm profitability; competitor accounting explicitly affects information richness; and customer accounting efficiently influences organizational excellence, goal achievement and firm profitability. Lastly, information richness is significantly related to organizational excellence, goal achievement and firm profitability while organizational excellence and goal achievement are importantly linked to firm profitability. In summary, strategic management accounting is a key source of competitive advantage and performance.
Keywords: Strategic management accounting; strategic costing; strategic performance measurement; strategic decision making; competitor accounting; customer accounting; information richness; organizational excellence; goal achievement; firm profitability.
Train Specific Services and Commuter satisfaction of Delhi Metro: An Empirical Analysis
by Govind Srivastava, Manoj Dash
Abstract: Public transport organizations are adopting customer centric approach to provide cost effective, comfortable, convenient services to commuters due to deregulation, availability of alternative mode of transportation and increasing expectation of the customers. Customer satisfaction is outcome of customer centricity, service quality and service orientation of organization and it has become key result area for all the organizations irrespective of nature and type of the business. The present study has been undertaken to identify the factors that have major impact on train specific service satisfaction of commuters of Delhi Metro. In this study total 1015 samples were collected from all the 160 metro stations using survey method and inferential analysis was applied to analyze the data. The major finding of the study depicts that the factors which directly influence the senses of commuters have most significant impact on satisfaction of commuters. and delay of the train, crowded train in the peak hours and jerking of the train are adversely influencing passenger satisfaction . This study arranges the factors in a hierarchical order keeping in mind relative importance of each factor from perspectives of commuters and intends to identify the area where attention needs to be given by the Metro Railway.
Keywords: Passenger satisfaction; Credence services; Train Specific Services; Service quality; Customer centricity.
Evaluating Impact of Corporate Social Responsibility on Organizational Identity with the Mediating Role of Ethical Climate
by Vahid Fattahi Sarand, Ali Shaemi Barzoki, Hadi Teimouri
Abstract: Today, organizational identity is one of the most challenging issues of the organizations. The aim of this paper is to evaluate the impact of corporate social responsibility on organizational identity with the intermediary role of ethical climate. This research was an applied one and its population involved 395 employees of Tractor Sazi Industrial Services Company. 195 individuals were selected as the sample through a formula of sampling. Three questionnaires were used to collect data. The validity of the questionnaires were confirmed as the verbal and construct validity and their reliability were obtained using Cronbach's alpha coefficient. A structural equation model with partial least squares approach was performed to test the hypotheses. The results of the research show that without the presence of intermediary variable of ethical climate, the effect of corporate social responsibility on organizational identity is positive and meaningful. That is, if the intermediary variable of ethical climate is added to the relationship between corporate social responsibility and organizational identity, the direct role of corporate social responsibility will not be meaningful, which can be indicating of the strong effect of the mediating variable of ethical climate on the relationship between corporate social responsibility and organizational identity.
Keywords: corporate social responsibility; Organizational Identity; Ethical climate.
How Enterprise Architecture influences Strategic Alignment Maturity: Structural equation modeling
by Mona Jami Pour, Mohammad Reza Fallah
Abstract: Despite increasing investment on IT projects, the business expectations dont met yet. Hence, proving the value of IT investment is fundamental debate of information system (IS) researches. In particular, IT-business alignment is critically important because of its substantial impact on the value generated by the investment in IT. Strategic alignment remains a top concern for business and IT executives therefore organizations have deployed different approaches to reach strategic alignment and finally competitive advantage. Enterprise architecture (EA) has been viewed as an effective approach for managing IT assets as well as aligning IT investment and business requirement. Yet, empirical research on the how EA practices effect strategic alignment is lagging.rnThis paper empirically investigates the relationship between EA practices and Strategic alignment and indicates that EA would be viewed as an enabler for strategic alignment maturity. rnrn
Keywords: IT-business alignment; Enterprise Architecture (EA); Enterprise Architecture Maturity (EAM); Strategic alignment maturity (SAM); Structural equation modeling (SEM).
WORKPLACE SPIRITUALITY: INSIGHTS FROM THE BHAGAVAD GITA
by R. Srilalitha, M.V. Supriya
Abstract: Spiritual theories in India, are based on the principle of unanimity, integrating physical, mental, emotional and spiritual aspects of people through Dharma (righteousness). Towards that, the Bhagavad Gita highlights the practice of spirituality and ethics in workplace. This study primarily aims to introduce the underlying dimensions of workplace spirituality in Hinduism taking excerpts from the Bhagavad Gita. This is a conceptual paper that adopted a qualitative research to conduct a comprehensive review of literature from the last 20 years that are fundamental in understanding the evolution of workplace spirituality and tracing its roots in Bhagavad Gita. Insights from Bhagavad Gita on each dimensions of workplace spirituality were studied copiously. We have defined workplace spirituality from a new perspective and delineated its dimensions as a persistent positive state of work environment that promotes spiritual awakening and enhances business ethics. As part of a larger study, this paper, investigates how spirituality influences ethical behaviors of people at different stages, maximizing the triple bottom line, finally resulting in peace.
Keywords: Bhagavad Gita; Business ethics; Karmayoga; Peace; Triple bottom line; Workplace spirituality.
Design of Agile Supply chain model for footwear industry
by U. ABDUL KADAR, S.R. DEVADASAN, K. BALAKRISHNAN
Abstract: Agile supply chains aid manufacturing companies to produce quickly innovative products and offer innovative services which will delight the customers. This paper reports a research in which an exclusive model for developing and managing agile supply chains in footwear industry was designed. This model is named as agile supply chain for footwear industry (ASFI). ASFI has been designed for implementation in footwear manufacturing companies through eleven steps. On implementing these steps, agile supply chains are developed and managed in the footwear manufacturing company. The unique feature of ASFI model is that it is incorporated with both the theoretical and practical knowledge which make the development and management of agile supply chains systematic and practical for enabling the footwear manufacturing companies to face the intensification of competition and emerge as winners in the global markets.
Keywords: Agile manufacturing; supply chain management; agile supply chain management; footwear industry; innovative ideas; information technology.
Why do Hypermarkets Extend their Brands to a Growing Number of Products?
by Hasliza Hassan, Muhammad Sabbir Rahman, Abu Bakar Sade
Abstract: Hypermarket brand extension products were introduced to the market some time ago and now include a growing number of product lines. This research looks at the brand value of hypermarket brand extension products through consumer experience and brand personality in the Malaysian market. Hypermarket brand extension products have a significant positive relationship with consumer experience and brand personality. Consumer experience also has a significant positive relationship with brand personality and brand value. However, the findings are not able to prove that hypermarket brand extension personality influences the overall brand extension value. Hence, consumer experience is the key to boosting the demand by consumers for hypermarket brand extension products. This research provides insights into developing the value of hypermarket brand extension products for practitioners and offers further thoughts for research scholars seeking a deeper knowledge of this field.
Keywords: brand extension; brand personality; brand value; consumer experience; hypermarket; product.
Configuration of Organizational Justice and Social Capital: Their impact on Satisfaction and Organizational Commitment
by Heru Tjahjono, Olivia Fachrunnisa, Majang Palupi
Abstract: This study argues that the limited information of individuals in responding to organizational policies forces them to evaluate justice subjectively. Referring to social identity theory, this study proposes social capital as a key factor in explaining individual behavior in evaluating distributive justice and procedural justice. An individuals high social capital tends to be oriented towards groups with different justice principles. Applying an experimental design, this research discusses the controversies of the impact of distributive and procedural justice on job satisfaction and organizational commitment. The substantial finding in this research explains that contextual aspects, such as distributive justice, procedural justice, and social capital, play a large role in elaborating satisfaction and organizational commitment. rn
Keywords: distributive justice; procedural justice; social capital; satisfaction and organizational commitment.rn.
Taxonomy of Innovation Capability Framework with Future Directions
by Juhi Raghuvanshi
Abstract: Different frameworks on innovation capability have evolved especially during the last five years and it is developed under several determining factors of various organizations. However, the divergence of the research outcome makes the innovation capabilities quite complicated to well understand its utilization in practice. This study presents taxonomy of available literature and knowledge in relation to innovation capability to realize how innovation capability is approached and estimated by various authors, its conceptualization and to provide a path for future research in this field of study. Based on a systematic review of studies on framework of innovation capability published between 2000 and 2014, a framework which brings together various variables enhancing innovation capability of any organization is proposed and discussed. Results highlight several ways which would help practitioners, academicians and policy makers to further enhance innovation capability and the researchers to channelize their efforts in studying the phenomenon more meaningfully.
Keywords: Innovation capability; Firm performance; Systematic review; Taxonomy.
Total quality management practices and their impact on performance (Case study of Royal Jordanian Airlines)
by Rateb Sweis, Nida' Mohammad Abu El Hawa, Nadia Sweis
Abstract: This study aims to examine the relationship between TQM practices and the organizational and quality performance of the Royal Jordanian Airlines and to specify which of the studied practices control the performance. The methodology used in this research is based on a questionnaire survey. The independent variables included the TQM practices (Top Management Commitment, Training and Education, Teamwork and Continuous Improvement) and the dependent variables are the organizational performance and quality performance. The data were obtained from 179 members in the top managerial positions of the RJ out of 247. A statistical analysis (SPSS) was used to analyze and examine the study hypotheses, correlation analysis was employed to test the validity of the procedure. Reliability and validity were examined along with measuring central tendency. Findings reveal a strong relationship between TQM practices and organizational and quality performance of the Royal Jordanian Airlines. However, a significant relationship between the level of continuous improvement and teamwork and the RJ performance. The study recommends that managers should consider TQM practices to enhance performance, allocate resources and develop an environment that supports continuous improvement ideas.
Keywords: Total Quality Management; organizational performance; quality performance; Royal Jordanian.
Assessing lean thinking using Value Stream Mapping in a manufacturing unit-A case study
by Jagdeep Singh, Harwinder Singh, Surjit Kumar Gnadhi
Abstract: This paper aims to assess the lean manufacturing thinking using value stream mapping (VSM) concepts in an electronics manufacturing organization. Using value stream concepts, both current and future states maps of the organizations shop floor scenarios have been discussed. The research begins with collection of the process information through which, current value-stream map is generated, which reflects the current scenario of the operations. Considering the problems in the current state of production, a future value-stream map was suggested to bridge the gap and to serve as a guide for future operations. The conducted study through application of VSM resulted in an overall reduction of 16.22 % in the processing time, 37.56 % reduction in the lead time and 30% reduction in inventory. There was an overall 33.65 % addition in the value added ratio, which gained wide acceptance from the management.
Keywords: Value Steam Mapping ; manufacturing Industry.
Re-examining the link between occupational stress and burnout in a Sub-Saharan African nation: the precursor and moderating roles of organisational and social support.
by Ahmed Agyapong
Abstract: Taking the perspective of banking employees in a sub-Saharan African nation, this study focused on re-examining the link between occupational stress and burnout. In contributing to knowledge and practice, we made a case that organisational support (OS) and social support (SS) are precursors of burnout and also moderators in the stress-burnout link. The study relied on data collected using questionnaires from 411 bank employees in Ghana and examined its propositions using hierarchical regression analysis after validating the instrument using CFA. Results obtained indicate that stress has the strongest association (positive) with burnout. This was followed by OS (negative), and then SS (negative). In terms of the moderating role, only OS was found to significantly marginalizing the positive effect that stress has on burnout. Based on these results, we concluded that while job stress cannot be entirely eliminated, internal avenues and managerial actions that escalate job stress should be controlled. In addition, the study suggests that the industry puts in place supportive work atmosphere and help employee develop and strengthen social connections and interactions that employees have outside their organisations.rnrn
Keywords: Occupational Stress; Organisational and Social Support; Burnout; Bank Employees in Ghana.
Diagnosing Entrepreneurial Networks: Using Failure Mode and Effect Analysis
by Mohammad Zarei, Sayed Mohammed Talebi, Behrouz Zarei
Abstract: While entrepreneurial networks are crucial for entrepreneurs in terms of acquiring resources and recognising opportunities, a few practical tools have been introduced to diagnose such networks. Using a longitudinal Action Research as a methodology during a six-month period we attempted to analyse and improve an entrepreneurial network. For this aim a small and medium-sized enterprise (SME) from Iranian floral industry was chosen to be closely investigated. We contributed to the field by employing failure mode and effect analysis (FMEA) as a technique for discovering potential failures in the entrepreneurs network. The results showed that, not only FMEA has a great potential to be employed by entrepreneurs for analysing their business networks, but also the technique can help entrepreneurs to increase the overall performance of their businesses by predicting and avoiding failure risks. Furthermore, the results declared that, FMEA can also help entrepreneurs to manage their business relationships with their key actors in an efficient way.
Keywords: Entrepreneurial Networks; Business Networks; Social Capital; Entrepreneurship; Egocentric Studies; Ties in Social Networks; Network Visualisation; Action Researches; Failure Mode and Effect Analysis; Potential Failures Risks; Risk Priority Number (RPN).
ENHANCING TASK PERFORMANCE OF BANK EMPLOYEES: THE RELEVANCE OF TRUST, SELF-EFFICACY AND BUDGET PARTICIPATION
by YULIANSYAH YULIANSYAH, WIJAYA TRIWACANANINGRUM, ZURAIDAH MOHD SANUSI, JAMALIAH SAID
Abstract: This study investigates the extent to which participation in budgeting leverages task performance through trust and self-efficacy. To achieve the goal of this research, we conducted a survey involving the service industry, particularly among banks listed on the Indonesian Stock Exchange. We distributed questionnaires to bank employees and received 97 completed and usable responses. We performed SmartPLS statistical analysis and determined that the participation in the budgeting process, directly and indirectly, leverage task performance through self-efficacy. The result indicates that self-efficacy mediates between budget participation and task performance. However, trust does not stimulate the relationship between the two processes. This research contributes to the field of management accounting for the service sector and low-level employees.
Keywords: participatory budgeting; employee trust; self-efficacy; task performance; banking industry; management accounting.
The Impact of Training Effectiveness among Potential Entrepreneurs in Business Organizations: A Mediation of Opportunity for Participation in Bauchi State, Nigeria
by MUHAMMAD ADAMU
Abstract: The main objective of this study is to evaluate the training effectiveness on potential entrepreneurs through opportunity of participation given on a task in an organisation. The methodology used in this study is a survey research design through a quantitative approach. Questionnaires are used in collecting data in a cross-sectional survey. The data was analysed using the special package for social sciences (SPPS). Pearsons correlation co-efficient and regression analysis were conducted. Sobel test was also conducted to confirm the mediating effect of opportunity of participation. The findings revealed that there is a positive relationship between training effectiveness (Kirkpatrick Four Levels) and potential entrepreneurs performance. The regression analysis indicates opportunity of participation has been a dominant factor in the relationship between training effectiveness and potential entrepreneurs performance. The integration of a mediator in the frame contributes to Kirkpatrick model in the extant training and development as well as entrepreneurship literature. Furthermore, policy makers and HR departments of business organizations will have more appreciation of how training can be appropriately evaluated more particularly, the on-the-job training for an improved performance.
Keywords: training effectiveness; Kirkpatrick; opportunity for participation; (work environment); potential entrepreneur’s performance.
Connecting the dots between CSR and brand loyalty: The mediating role of brand experience and brand trust
by Imran Khan, Mobin Fatma
Abstract: The study proposes a model that extends the corporate social responsibility (CSR) literature by bridging a gap concerning the mediating effect of brand experience and brand trust on CSR brand loyalty linkage. A survey with 354 respondents around the shopping malls with the consumers of fast moving consumer goods (FMCG) is employed to test the hypothesis. Findings indicate that there is no direct impact of consumer perceived CSR on brand loyalty. The consumer perceived CSR influences the brand loyalty through the mediation of brand experience and brand trust. The indirect effect of CSR on brand loyalty through brand experience is stronger in comparison with the indirect effect through brand trust. Hence, this study emphasize that consumer perceived CSR alone is not sufficient to improve customers loyalty towards the brand. FMCG brands need to create unique and memorable brand experiences to gain brand loyalty along with indulging in CSR activities.
Keywords: Corporate social responsibility; Brand loyalty; Brand experience; Brand trust.
Prioritization of the entrepreneurship factors in banking industry using FAHP and Fuzzy TOPSIS
by Fatemeh Metvaee
Abstract: The purpose of this study was to prioritization of the entrepreneurship factors in banking industry in Iran .Research is describing that it was conducted to survey method. The Statistic populations of this research are firms including Commercial Banks, Specialized banks, Private Banks as the expert\'s population and a sample of 30 experts were selected. FAHP, the fuzzy TOPSIS methods were used to analyze the data. The main instruments used for gathering the data in this study were questionnaire. In this study, firms including Commercial Banks, Specialized banks, Private Banks were ranked regarding to sub-scales related to different levels of factors effective entrepreneurship of banking industry by using Fuzzy hierarchical analysis (FAHP) and Fuzzy TOPSIS. The results of both methods for the given companies suggested the greater importance of private bank compared with Commercial Bank and specialized bank for the banking industry. Considering the factors affecting the success of entrepreneurship, it was concluded that structural factors compared with other factors were placed in the first priority. According to the measure of structural factors, structure was of paramount importance.
Keywords: Entrepreneur; Entrepreneurship benefits; FAHP; Fuzzy TOPSIS.
Entrepreneurship Education Management in India
by Bharucha Jehangir
Abstract: This study explores the entrepreneurial intent and perceptions on entrepreneurship education among among post graduate business students what may be Indias next generation of entrepreneurs. Data collection occurred in several stages and responses were collected from the four cities of Mumbai New Delhi, Jalandhar and Bengaluru, also known to be study hubs. The opinions of 190 postgraduate business students, 14 former students and Directors/ Deans of eight business schools have been taken. This study indicates that еntrеprеnеurship еducаtiοn powerfully motivates young people to start their own venture. It has а pοsitiνе impact on self-esteem and channelizes the latent potential of students in a concrete direction. Each of these institutions has active "e-cells. The practical dimensions of entrepreneurship education in India strengthens the attitudes, knowledge, confidence and creative abilities of the youth. In a changing India it is now difficult for young pеοplе to find the trаditiοnаl jοb-fοr-lifе cаrееrs. Еntеrprisе еducаtiοn is thеrеfοrе looked upon as а vital prerequisite to prepare the youth for the dynamics of the job market.
Keywords: Entrepreneurship; Entrepreneurship education; business students; youth.
Examining the Relationship Between Critical Success Factors of Total Quality Management Implementation and Business Performance: A Structural Equation Modelling Approach
by A.K. SUBRAMANI, N. AKBARJAN
Abstract: The objective of the study is to examine the relationship between critical success factors of total quality management implementation and business performance. A survey method of data collection was adopted to collect primary data from small-scale manufacturing organizations in a regional manufacturing cluster. The two-step structural equation modelling approach is followed to examine the relationship between critical success factors of total quality management implementation and business performance. The study identified seven critical success factors such as top management commitment, customer focus, strategic planning, process management, people management, leadership, and supplier management which play a major role in determining the success of quality management practices. The study also found that there is a strong positive relationship between total quality management practices and business performance, and contributes to the growing body of literature.
Keywords: quality; TQM; total quality management; business performance; organizational performance; manufacturing organizations; critical success factors; structural equation modelling.
BANKS, EMPLOYEES AND BRAND PROMISE DELIVERY: CUSTOMERS ANALYTICAL PERSPECTIVE
by BABY THOMAS, G. Rajendran
Abstract: Purpose: The study has the purpose of explicating to commercial banks as well as their employees how well, in the revealed perceptions of customers; they have functioned in delivering their brand promises and what lessons they may gain from the study in order that their brand promise deliveries can be even more bettered, in the future. Design/Methodology/Approach: The methodology of quantitative questionnaire survey has been adopted to collect data from 300 customers of 15 commercial banks, state-owned (five), private (five) and foreign (five), evaluating the banks (three scaled items), the employees (three scaled items) and brand promise delivery (10 scaled items) of the banks in relation to four categories of operations, namely, loans for housing, vehicles (cars), personal needs and education. Data for 300 customers with 16 scaled variables have been analysed using IBM Amos 20.0. Confirmatory factor analysis is done to test the formulated hypotheses regarding the structure of factor loadings and inter-correlations besides other measures. A causal modelling or path analysis approach has been used in the analysis of data. Findings: The empirical study has confirmed that in the revealed perceptions of the customers interviewed the banks and their employees have a positive and direct impact on the banks brand promise delivery. The organizational commitment and employees service oriented behaviours have a positive impact on the brand promise delivery, making the customers eminently satisfied. Research limitations/Implications: The research was confined to Chennai city and to short span of time. The researchers may go ahead testing the model further with different set of population, in different geographical areas and time periods. Practical Implications: Brand management by the banks and customer satisfaction by the employees have guided the demands for intense and higher housing, vehicle, personal and educational loan services, which in turn led on to effective brand promise deliveries in Chennai city by the state-owned, private and foreign commercial banks alike. Originality and Value: A study of the nature and extent of brand management and customer satisfaction through an intense and higher loan services in commercial banks leading to effective brand promise delivery is rare. Hence, the perspectives gained on brand promise delivery are relevant and intrinsic in marketing banking products especially loan services. By the revealed perceptions of the customers the study adds originality and value to branding and brand promise delivery research.
Keywords: Commercial banks; brand promise delivery; revealed perceptions; customers; Chennai; India.
Consumer Perception of Corporate Social Responsibility (CSR) and Purchase Behaviour
by Akanksha Shukla, Geetika Goel, Nidhi Tiwari
Abstract: The purpose of the paper is to investigate whether the consumers perception of Corporate Social Responsibility (CSR) has an impact on their purchase behavior. Literature highlights two distinctive approaches, one favoring CSR and the other opposing it. A survey of consumers has been conducted to assess the impact of CSR perception of consumers on purchase behavior. Exploratory Factor Analysis (EFA) has been conducted to identify different dimensions of CSR perception of consumers and then the subsequent impact of these dimensions of CSR on purchase behavior is tested using multiple regression analysis.\r\nCSR perception of the consumer has been factorized into four dimensions reflecting different motives of firms behind CSR. Further, instrumental CSR and normative CSR are found to positively impact purchase intention and willingness to pay; whereas legal CSR negatively impacts purchase behavior and non-voluntary CSR has no influence on consumers.\r\n\r\nThe findings of the research have managerial implications as firms must take due care of how CSR activities are perceived by consumers. Firms can gain a positive response from consumers by exhibiting their strategic and ethical motives behind CSR involvement.\r\n\r\nThe study revealed four different dimensions of consumer perception of CSR other than previous researches. A validated research model has been developed to measure the impact of CSR perception on purchase behavior.
Keywords: Corporate Social Responsibility; CSR Perception; Purchase Intention; Willingness to pay; Purchase Behavior.
Exploring a Thai "Sufficiency" approach to corporate sustainability
by Sooksan Kantabutra
Abstract: To explore a corporate sustainability model called Sufficiency Thinking through a case study of a Thai SME. Multi-data collection approach is adopted to collect data at Nithi Foods. Our researchers collect case study data that is supplemented by non-participant observations made during visits, and reference to documentation and information supplied by, or published about, the company (e.g. news reports, magazine articles). Formal and informal discussions were also held with top management team members and employees. Other stakeholders were also interviewed. All were chosen on a convenience basis. Overall, findings support the Sufficiency Thinking model as an approach to corporate sustainability for SMEs. Business practices informed by virtues, knowledge, sufficiency mindset, action principles are identified and discussed. Measurable outputs and outcomes are also identified as discussed.
Keywords: Corporate sustainability; leadership; sustainable leadership; Sufficiency Economy; entrepreneurship and small business.
A Theoretical Model of Antecedents of Customer-Directed Incivility
by Hamid Aboodi, Sayyed Mohsen Allameh
Abstract: The present research aimed at developing a theoretical model for antecedents of customer-directed incivility. The research was conducted in form of three consecutive studies. In the first study, the data were collected by conducting semi-structured interviews with 42 supervisors and employees who work for the Social Security Organisation branches located in six metropolises of Iran, and analysed by thematic analysis method to identify common themes embodied in participants statements. Then, the second study began to determine the interrelationship between the identified antecedents and to design a theoretical model through gathering 20 scholar experts opinions and analysing their answers using DEMATEL method. This model demonstrates how experienced customer incivility, witnessed customer incivility, job demands, job satisfaction, organisational justice, work/non-work interference, emotional exhaustion, employee prejudices/Biases, personality traits and interpersonal skills of frontline employees as antecedents could directly or indirectly instigate employee incivility toward customer. In the third study, to test the primary model, data were gathered from the frontline employees of the Social Security Organisation in six metropolises of Iran. Thus, 1200 questionnaires were distributed and 511 of them were completed and returned. The results of structural equation modeling indicated that all the paths in the tested model are accepted except the paths from witnessed customer incivility to job demands and work/non-work interference, and those from job demands, work/non-work interference and organisational justice to employee incivility.
Finally, after discussing the results, limitations and practical implications, we recommended empirical studies for future research.
Keywords: Antecedents of Employee incivility; Model of Antecedents; Customer-Directed Incivility.
The Use of Poison Pills by American Firms over the Period 1997-2015: What has been their Impact on Shareholder Value?
by DUARTE PITTA FERRAZ, Ilidio Tomas Lopes, SIMON HITZELBERGER
Abstract: Poison pills are controversial devices for which no common conclusion as to how the market reacts to their adoption exists. This research collates 4,479 poison pill adoption events by American companies over the period 1997-2015. Statistically significant insights and positive abnormal returns were found on the day the poison pill was adopted. It is for this reason that we argue in favour of the shareholder wealth-maximization hypothesis, stating that poison pills protect shareholders by providing management a superior bargaining position. Shareholders react positively to poison pill adoption, particularly if a hostile takeover attempt is anticipated. Furthermore, shareholders seem to value the protective effect of the device, which both provides management a superior bargaining position and allows the maximal possible bid premium to be negotiated.
Keywords: corporate governance; poison pills; shareholder wealth; antitakeover statute; hostile takeover; value creation.
Evaluation of knowledge Management model in construction companies using the fuzzy AHP and Fuzzy TOPSIS
by Soheila Albooyeh, Farzad Yaghmaie
Abstract: The purpose of this study was to evaluation of knowledge Management model in construction companies in Iran .Research is describing that it was conducted to survey method. The Statistic populations of this research are firms including Kayson Company, Property IRAN Company and Kosovo Company as the expert's population and a sample of 30 experts were selected. FAHP, the fuzzy TOPSIS methods were used to analyze the data. The main instruments used for gathering the data in this study were questionnaire. Results show that in the Irans construction industry, the data is the most important subcategory of the factors knowledge Management; wisdom, personnel, knowledge, and information are at the next lower level of importance. The results obtained from both methods indicate that Property IRAN Company in construction industry are more important than Kayson Company and Kosovo Company in construction industry.
Keywords: knowledge; knowledge management; Fuzzy Analytic Hierarchy Process; Fuzzy TOPSIS.
COMPETING PERFORMANCE MEASURES IN PREDICTING SHAREHOLDER RETURN OF INDIAN PHARMACEUTICAL FIRMS: AN EMPIRICAL EVIDENCE
by VENUGOPAL MERUGU, RAVINDAR REDDY MEKAPOTHULA, Bhanu Prakash Sharma G
Abstract: The impetus of this paper is to examine the superiority of modern value based measures over traditional accounting measures in predicting the shareholder return measured as the stock price appreciation and dividend paid during a period. To examine relative and incremental information content, panel data regression models were used on sample data of 77 BSE listed pharmaceutical firms during the period from 2007 to 2015. Relative information content test reveals that the EPS outperformed the modern value based measure. And also, incremental information content test reveals that the modern value based measures significantly predict shareholder return than accounting measures. The results suggest that the managers and investors need to consider the value based measures in assessing the firms performance. For evaluating the firms ability in generating higher returns they also need to consider market conditions, capital intensity and other determinants.
Keywords: Performance measures; Traditional accounting measures; economic value added; market value added; created shareholder value; relative and incremental information content.
Environmental management accounting practices, environmental management system and environmental performance for the Malaysian manufacturing industry
by Nursyazwani Mohd Fuzi, Nurul Fadly Habidin, Sharul Effendy Janudin, Sharon Yong Yee Ong
Abstract: The aim of this study is to examine the relationship between environmental management accounting practices (EMAP), environmental management system (EMS) and environmental performance (EP) for the Malaysian manufacturing industry. EMAP and EMS is one of the important strategic management accounting to improve the EP in the manufacturing industry. This study is using a structural equation modeling (SEM) technique to test the relationship between EMAP, EMS, and EP for the Malaysian manufacturing industry. Indeed, the SEM technique enables the researcher to test the relationship between EMAP, EMS, and EP structural model for Malaysian manufacturing industry. Based on the proposed conceptual model, research hypotheses were developed. Therefore, this study would provide new insights for the environmental management accounting area including EMAP and EMS in order to improve EP for the Malaysian manufacturing industry.
Keywords: Environmental management accounting practices; environmental management system; environmental performance; environmental cost; auditing; financial performance; operational performance; structural equation modeling; manufacturing industry; Malaysia.
Transformational Leadership and Team Performance: An Empirical Study of Hotel Industry of Pakistan
by Masoodul Hassan, Zeeshan Iqbal, Ubaidullah Shafique, Nayab Bukhari
Abstract: Pakistan has recently emerged as an important investment destination for new hotel development. According to Pakistan Hotels Association (PHA), hotel industry has showed a rising trend after the courtesy launch of China Pakistan Economic Corridor (CPEC). The basic aim of this study is to investigate the influence of transformational leadership (TFL) on the team performance of hotel industry of Pakistan through the mediation of team empowerment, knowledge sharing, team-efficacy and team prosocial motivation. This study is based on the sample of 245 employees from different hotels located in Pakistan. Structural equation modelling approach was applied to examine the hypothesized relationships by using smartPLS software. The findings of study revealed the significant positive influence of transformational leadership on knowledge sharing, team empowerment, team-efficacy and team prosocial motivation. Moreover, team empowerment, team prosocial motivation and team-efficacy powerfully mediate the relationship between TFL and team performance. However, knowledge sharing showed limited effect.
Keywords: Transformational Leadership; Team Empowerment; Knowledge Sharing; Team Efficacy; Team Prosocial Motivation; Team Performance; Hotel Industry; Pakistan.
Towards an integrative model of dynamic capabilities empirical research: a systematic review (19972015)
by Abbas Bleady, Abdel Hafiez Ali, Siddig Balal
Abstract: The primary objectives of this article are twofold: to identify the main characteristics of empirical studies in the field of DC over the period 19972015; and, from those results, to propose an integrative model for studying DCs. In this systematic review, a protocol-driven search was performed using four databases: Ebsco, ProQuest, Scopus, and Wiley Online Library. A total of 110 articles were identified through primary research, of which 53 were retained after screening titles and abstracts. All selected articles were assessed in terms of 11 dimensions, some of them formal and others thematic, to obtain an integrated model of DC research at the empirical level. Future empirical research into DCs is needed to disseminate information about the foundations and principles of DC theory. The results of this article should be considered a roadmap or guidance for future empirical research in the DC field.
Keywords: Dynamic capabilities; empirical study; empirical research; systematic review.
Using Decision Trees to Analyze the Customers Shopping Location Preferences
by Azarnoush Ansari, Arash Riasi
Abstract: Customers shopping location preferences were analyzed by implementing J48 decision tree algorithm. Findings revealed that the existence of discounts at shopping centers and customers awareness of these discounts is the most important socioeconomic factor that affects customers behavior in the context of shopping location preferences. The findings also revealed that the majority of high-income households prefer shopping centers, whereas households in low- or middle-income groups are more inclined toward shopping at individual scattered stores. Finally, the results indicated that J48 decision tree algorithm can be used as a reliable tool for analyzing the consumer behavior due to its high accuracy.
Keywords: Decision Tree; Data Mining; Customer Behavior; Shopping Centers; J48; Consumer Buying Behavior.
An integrated framework of supply chain resilience enablers: A hybrid ISM-FANP approach
by Mohamad Sadegh Sangari, Mosayeb Dashtpeyma
Abstract: Supply chain resilience (SCRes) as the capability of being responsive to unplanned changes and disruptions has become a key to remain competitive in todays dynamic business environment. The purpose of this paper is to develop an integrated framework for identifying and evaluating the enabling factors of SCRes. An extensive literature review is conducted to construct a comprehensive set of SCRes enablers and an integrated Interpretive Structural Modeling and Fuzzy Analytic Network Process (ISM-FANP) methodology is proposed to analyze the identified factors. The proposed framework provides a unified, structured view of the SCRes enablers as well as their inter-relationships and identifies the most influential prerequisites that contribute to achieving a more resilient supply chain. The results of applying the proposed framework shed light on the key strategies that should be adopted by supply chain managers to enhance SCRes performance and maintain supply chain operations under unexpected disturbances.
Keywords: Supply chain resilience (SCRes); Enablers; Interpretive Structural Modeling (ISM); Fuzzy Analytical Network Process (FANP); Inter-relationships; Relative importance.
THE RELATIONSHIP BETWEEN OPTIMISM AND INCLUSION IN INDIAN MANUFACTURING ORGANIZATION
by Teena Bharti, Santosh Rangnekar
Abstract: Optimism is associated with positive outcomes which affect the development and performance of an individual, owing to his persistence. It enables adaptation to hard times involving relationships which signify their acceptance by others. In total, optimists provide the behavioral patterns which others can learn from. The purpose of this paper is to examine the relationship of between the optimism level and inclusion at workplace. Further, the study aims to investigate the moderating role of gender on optimism- inclusion relationship in Indian manufacturing organizations. A cross-sectional survey research design was used to collect the data from 245 employees working in the manufacturing sector (India). The current study used hierarchical regression to analyse whether optimism predicts inclusion in an organization. Also, Hayes PROCESS SPSS macro was applied to test the moderating role of gender on optimism- inclusion relationship. Thus, the study would be of immense help to the organisations at large.
Keywords: Optimism; Inclusion; Interpersonal Relationship; Interpersonal Behavior; FIRO-B; Positive Psychology.
Strategic decisions to enter Semnan Gypsum plaster plants in the international markets
by Hadi Ghazvini, Morteza Maleki Minbash Razgah, Azim Zarei
Abstract: In order to enter the international market, companies must identify their objectives and policies and decide based on it to the best way of entering to international markets. In this study, the effective factors on entering the international markets and entry strategies were prioritized according to the potential of companies in Semnan gypsum industry using network analysis of multi criteria decision technique (ANP). The statistical population consisted of managers and employees of Semnan gypsum plants and thirty people of them were selected as a sample. Data were collected by paired comparisons questionnaires and then experts average ideas were estimated using the geometric mean. Data were analyzed by Super Decisions software and the strategies were prioritized. The results show that the indirect export, manufacturing contract, franchise, direct export, mutual investment and the established of a full ownership unit have the most priorities, respectively.
Keywords: entry strategy; international markets; Semnan gypsum plaster.
Analyzing the Challenges in Sustainable Agricultural Supply Chain System (SASCS) in India
by Rakesh Raut, Bhaskar Gardas
Abstract: An effective sustainable agricultural supply chain system (SASCS) plays a vital role in sustaining and stimulating development and growth in the agricultural and food sector. It covers all the activities involved in moving the agricultural produce from the farm to the end user. There are some challenges to this domain, which are constricting its growth in India. The aim of the present investigation is to identify the most crucial problems in the agricultural supply chain system through literature review and expert opinions. The identified challenges are modelled using the analytic hierarchy process (AHP), which is a multi-criteria decision-making tool. After analyzing the factors, the top three identified significant challenges of the hierarchical model are-lack of agricultural supply chain infrastructure (C1), lack of integration among the national agricultural markets (C2), and seasonality of the agricultural produce and long gestation period for the projects of infrastructure (C4). The developed AHP model will guide the decision and policy makers for formulating the appropriate sustainable policies for improving the overall agricultural supply chain performance.
Keywords: Challenges; barriers; hindrances; agricultural supply chain system; sustainability; food security; analytic hierarchy process; India.
Use of performance indicators in HR management (HRM) for the companies of industrial sector
by Galina Gagarinskaia, Irina Kuznetcova, Aleksandr Gagarinskii
Abstract: Building the management system is based on the key performance indicators. The versatility of the system makes it possible to use it also in assessing the techniques for managing the labor potential of the employees in the personnel environment of the industrial sector company. Management structure is typical for the company in question, consists of the three levels: corporate, operational, and line management. Therefore, the contradiction-of-interest risk can theoretically arise both between individuals of the same level and between individuals of different levels. From the analysis performed, we can conclude that at different levels of management different problems have a high level of significance, which allows the situation of colliding interests that occurred at one level not to be transferred to another level of management. The article offers a key performance indicator methodology to effectively manage the enterprises of industrial sector and eliminate the situation of interest inconsistency in horizontal and vertical management.
Keywords: HRM; management levels; HResources; performance indicators; contradiction of interests.
Buying Decision Factors Influencing Organic Food Purchase by Young Consumers: Case of Bandung City Indonesia
by Jann Hidajat Tjakraatmadja, Santi Novani, Mikhael Tjhi, Yudi Azis
Abstract: Living a comfortable lifestyle is important for many people. However, there are many drawbacks related to health issues, especially for younger people. Some have degenerative diseases that in the past only presented in older people. This paper aims to identify the driving factors that influence the decisions of young consumers to purchase organic food. This research is conducted using mixed methods. Based on the exploratory method, it is found there are sixteen factors drive buying decision towards organic food. Furthermore, through a quantitative method, two clusters of customers are identified. Cluster 1 is consumers who are aware based on life demands that have seven main driving factors, while cluster 2 includes consumers who follow the modern lifestyle based on the suggestions. This study can provide insight into value driven by customers' buying decisions.
Keywords: Customers' buying decisions; organic food; participatory research; mixed method; two-step cluster analysis.
Multilevel Organizational Learning Mechanisms and their Implications for Organizational Performance
by Kambiz Navabi Zand, Azar Kafashoor, Shamsodin Nazemi, Gholamreza Malekzadeh
Abstract: The purpose of this research was to explore and identify multilevel organizational learning mechanisms and examines their effect on organizational performance of small- and medium-sized enterprises (SMEs) within Tehran province. For identification of the multilevel organizational learning mechanisms in these enterprises, the grounded theory three-stage method was used through which the obtained results from different approaches were combined to develop the research final model. At the first stage, conducting an extensive literature review, 48 codes (organizational learning mechanisms) were identified. Next, turning to the reality of the SMEs, the identified OL mechanisms at previous stage were to be assessed for a population of 10454 SMEs operating in Tehran province. For this purpose, a questionnaire containing 55 query items was developed and distributed to a sample of 371 enterprises, using stratified random sampling. Then, at the third stage, holding interviews with knowledgeable experts and executives based on purposeful, snowball sampling and given the rule of theoretical saturation, the intended learning mechanisms were identified and the model of multilevel learning mechanisms was finalized. Based on the results in the intuition stage, 41 mechanisms in total were identified. These mechanisms were coded into four categories, namely systemic, individual development, environmental analysis, and reward and support mechanisms. At the interpretation stage, 20 mechanisms were identified and subsequently coded into three main categories of group discussions, systemic, and cultural mechanisms. For the integrative process, the identified 9 mechanisms were grouped into two core categories of systemic and strategic mechanisms. And lastly, the 16 mechanisms of the institutionalization stage were grouped into three core categories of systemic, structural and cultural mechanisms. Eventually, the effects of these mechanisms on organizational performance were examined. The results indicated a significant association between these mechanisms and organizational performance.
Keywords: Organizational learning (OL); organizational performance; SMEs; Tehran Province (Iran).
Role of Service Quality measurements in In-Patients Satisfaction in Corporate Hospitals
by Mohammed RiyazhKhan Khan, Noorul Haq Haq
Abstract: Service plays an essential role in an organisation. Service plays a vital role in the Healthcare sector, as most elements are intangible in nature. Measurement of service quality in the healthcare sector is difficult for researchers (Daniel &Berinyuy2010; Fernando et al 2011). In this article, researcher discussed service quality factors for the healthcare sector. The researcher fits the new service quality model for the healthcare sector under Parasuraman dimensions (RATER model). The researcher fixed 30 sub-criteria for evaluation of services in hospitals/healthcare and used ANP (Analytical Network Process) for factors which influence service quality in Hospitals or Healthcare sectors. The researcher next applied AHP (Analytical Hierarchy Process) and PROMETHEE (Preference Ranking Organization method for Enrichment Evaluation) tools as corporate hospitals provide the best (ranked) service quality (SERVQUAL) from the public and societal aspects. The researcher chose five corporate healthcare/hospitals in INDIA. This research is vital to future researchers who evaluate the service quality of healthcare/hospitals.
Keywords: Service Quality; AHP (Analytical Hierarchy Process); ANP (Analytical network process); PROMETHEE (preference ranking organisation method for enrichment evaluation); Healthcare; Corporate Hospitals and Service quality.
Does loyalty and satisfaction support customer retention in Life Insurance sector? - An empirical study
by RANGANATHAN VENKATESAN, Jayanth Jacob
Abstract: Life insurance is a contract between a policyholder and an insurance firm. This study aims to assess the attributes for customer retention and to determine the factors affecting customer satisfaction and loyalty. Four items for customer satisfaction, five items for customer loyalty and three items for customer retention are used for the measurement of the retention potential of life insurance policy holders. The data was collected from respondents residing in sub urban locations in Tamilnadu holding life insurance policies issued by top five life insurance service providers in India. The total size of the sample was 462 and data were analysed using the SmartPLS 3 for measuring reliability and validity of data. The results indicate high expectations of policyholders in terms of service. The results of the quantitative assessment of customer retention offer insights on how customers rate the service and their extent of satisfaction of the insurance firm. Satisfied customers maintain continuous business with the particular firm and also encouraged their friends and family members to buy insurance policies from a specific insurance company. Insurance firms retain the existing customers through the delivery of quality service that the customer expects of them.
Keywords: retention; satisfaction; loyalty; life insurance.
Project portfolio management: A landscape of the literature
by Eduardo Yamakawa, Paulo A. Cauchick Miguel, Thayla Sousa-Zomer, Catherine Killen
Abstract: Project portfolio management (PPM) has a central position in both the business literature and companiesʼ management practices. Although PPM has been practiced for decades and the theoretical contributions in the field have grown, overviews of the state-of-the-art of PPM research and its processes are scarce. Therefore, this paper analyses the PPM literature to identify relevant PPM concepts through a systematic literature review. This study analysed 470 articles, and the core PPM sub-categories were identified. The main findings show that, in general, two or more PPM sub-categories are collectively analised in the publications, which indicates that there is a synergy among these sub-categories. Moreover, since the subject is somewhat broad, several tools have been developed to support the complex decision-making problems involving optimisation, statistical techniques, stochastic simulations, and artificial intelligence. For practitioners, the findings of this study may provide a useful basis for PPM implementation.
Keywords: project portfolio management; PPM; literature review.
Marketing team excellence as a function entrepreneurial orientation, learning orientation and knowledge sharing: An empirical research in SMEs
by Mohamadhossein Rahmati
Abstract: This study aims to propose and test an integrated model focusing on the drivers and consequences of learning orientation in the context of marketing and business excellence. A quantitative study was conducted, including 62 marketing teams and a total of 383 employees in 49 small and medium-sized enterprises (SMEs) located in Iran. Structural equation modeling examines the validity of constructs and path relationships. The results of the structural equation modeling (SEM) analysis provided three findings as follows: (1) entrepreneurial orientation had positive effects on the three dimensions of learning orientation, namely commitment to learning, shared vision and open-mindedness; (2) three components of learning orientation had positive effects on knowledge sharing; and (3) knowledge sharing, which in turn, lead to marketing team performance. The combination of a developing country context and the significance of entrepreneurial orientation, learning orientation, knowledge sharing and marketing team performance in SMEs enhance the contextual contribution of the paper.
Keywords: Marketing; business excellence; entrepreneurial orientation; learning orientation; knowledge sharing; marketing team performance; SMEs.
Communicating with Patients through Facebook: The case of dental healthcare services
by Helena Nobre, Nina Szczygiel, Mariana Condé-Pinto
Abstract: The study explores how dental healthcare providers use social network websites, in particular, Facebook, to communicate with patients and potential customers, manage relationships, and build brand image. An exploratory investigation was carried on based on a cross-case study of four small dental clinics with a Facebook presence. Results indicate that Facebook offers room to create an interactive environment where clinics can communicate in real-time with patients, getting them engaged in ongoing dialogues beyond traditional doctor consultations. Through online social networks, it is possible to provide dental healthcare information, follow-up of treatments, and answer questions, making processes more efficient and customer-oriented and facilitating the development of closer relationships with patients. The paper outlines some challenges for online health social network managers.
Keywords: Online social networks; social network websites; dental healthcare services; dental clinics; Facebook; healthcare social media marketing.
Does Positive Organizational Behaviour and Career Commitment Lead to Work Happiness?
by Safiah Omar, Sharmila Jayasingam, Raida Abu Bakar
Abstract: This study aims to identify if positive organisational behaviour (POB) and career commitment affect work happiness. Assessment on these two factors were conducted via Structural Equation Modelling. A cross-sectional study comprising 393 ICT professionals working in Malaysia was conducted through a questionnaire survey that was based on the 7-point Likert scale. The research model used was guided by the broaden-and-build theory and the self-determination theory. AMOS version 21 was used for the analyses. Findings indicate that POB has positive relationships with work happiness but career commitment has no significant relationship with work happiness. There was evidence to support that individuals who were positive in nature were more likely to feel happy with their work. There was also evidence to reject the notion that a committed worker was a happy worker. These findings have practical implications on the management and the development of an emerging workforce.
Keywords: Positive organizational behaviour (POB); career commitment; work happiness; psycap.
Colour associations of archetypes: Lessons for brands
by Atefeh Talebnejad, Bahram Ranjbarian, Hamid Bidram, Hossein Samavatian
Abstract: Archetypal branding is a prolific yet underdeveloped field of study. To help in leveraging visual cues for transferring archetypal meanings of brand to consumers, this study explores the colour associations of archetypes. It also indentifies how Iranian consumers perceive the well-known archetypes. Moreover, the associations of colour dimensions and colour-shape combinations with archetypes are investigated. In-depth interviews and a survey reveal that, in some archetypal perceptions, Iranians are rather different to western consumers. A joint effect of colour and shape on the visual associations of archetypes is also observed. Moreover, findings illustrate that not all colour attributes play a significant role in the perception of all archetypal characters. The results may form research propositions to be investigated in the future empirical studies. The results are helpful in brand building and brand meaning management.
Keywords: archetype; colour; shape; brand meaning.
Impact of Supportive Leadership on Perceived Sales Team Cohesion: Mediation of Critical Thinking and Moderation of Empowerment
by Rama Krishna Yelamanchili
Abstract: This paper investigates antecedent and mediators of salespersons' perceived team cohesion. It posits that supportive leadership significantly predicts perceived team cohesion through proactive and enabling behaviour of leaders for critical thinking and empowerment. Data from 542 salespersons belonging to 70 sales teams are gathered. The factor analysis resulted into four-factors and the confirmatory factor analysis confirms the four-factor model. Hypotheses testing and mediation analysis is done using process script for SPSS. The paper finds significant positive direct effect of supportive leadership on salespersons' perceived team cohesion. Mediation analyses reveal partial mediation effect of critical thinking between supportive leadership and perceived team cohesion, and no mediation effect of empowerment is found between supportive leadership and perceived team cohesion. The findings of this paper broaden the understanding of the role of supportive leadership in salespersons' perceived team cohesion and explain the process by which leaders can build high cohesion among followers.
Keywords: Supportive leadership; sales teams; perceived team cohesion; critical thinking; empowerment; mediation analysis.
Do Investors Gain from Sustainable Investing? An Empirical Evidence from India
by Shernaz Bodhanwala, Ruzbeh Bodhanwala
Abstract: Present actions of the company have an influence on its long term success as well as on the well-being of the society, ecosystem and environment. Sustainable Investing is gaining critical attention world-wide. This study aims to empirically test whether corporate sustainability (CS) has an impact on market value. The relationship is examined using the panel data of Indian non-financial firms from 2010 to 2015 that are consistently ranked by Thomson Reuters ASSET4 database. Taking Market value as proxy for firm value, a significant positive relationship is found between CS and market value. We find evidence to support firms that employ sustainable strategies in business policy formulations are better rewarded by investors with higher valuations in capital markets. This study provides empirical support for the stakeholder theory as is perceived by the proponents of ethical business practices. It suggests that businesses that seek capital market appreciation can likely achieve it by aligning corporate virtue of profit to ESG which helps to build social reputation and brand for the firm.
Keywords: Sustainability; corporate social responsibility; Market value; sustainability index; Panel data; ESG score.
ANALYSIS OF AUDITOR COMPETENCIES AND JOB SATISFACTION ON TAX AUDIT QUALITY MODERATED BY TIME PRESSURE (CASE STUDY of INDONESIAN TAX OFFICES)
by Etin Supriyatin, M. Ali Iqbal, Rhian Indradewa
Abstract: This research aims to examine the effect of auditor competencies and job satisfaction in regard to the quality of the tax audit under time pressure as a moderating variable. The testing is performed by examining the main effect of auditor competencies and job satisfaction with regard to the quality of the tax audit, which is then followed by testing the effect of the interaction between auditor competencies and time pressure as well as between job satisfaction and time pressure on the quality of the tax audit. The population in this study consists of tax auditors in a tax office in Indonesia. The research method used includes quantitative research and the Partial Least Square (PLS) regression analysis. The results show that auditor competencies and job satisfaction have a significant effect on the process quality and the resulting quality of the tax audit, while the interaction between auditor competencies and time pressure and the interaction between job satisfaction and time pressure do not reduce the process quality and the resulting quality of the tax audit.
Keywords: Competence; Job Satisfaction; Time Pressure; Tax Audit Quality.
APPLYING LEAN MANAGEMENT IN COMPLEX MANUFACTURING LINES: THE CASE OF FLASH CHIP PRODUCTION
by Benjamin Gozlan, Ofer Barkai, Elad Harison
Abstract: Lean production practices and tools have been widely implemented for the last two decades in a variety of industries and services all over the world. The common notion of the Lean concepts refers to a management strategy aimed at eliminating all sorts of waste throughout the operational processes.
The paper evaluates the possibilities of implementing the principles of Lean manufacturing in complex production lines and illustrates their potential contribution to the operations of firms. The case brought in the paper illustrates the use of the major principles of Lean within a manufacturing company of flash memory chips. The case study highlights the benefits associated with the implementation of the Lean Management methodologies and techniques and aims to motivate organizations with production facilities to apply Lean practices to benefit from substantial efficiency, output and quality gains with only minor investments. Additionally, various metrics for measuring the impact of Lean Management on different operational and financial dimensions within organisations are presented and discussed.
Keywords: Lean Management; Flash Chip Production; Production Faults; Value Gains.
Non Technical Skill development Strategy to enhance Safety Performance of Railway system: An Interpretive Structural Modelling Approach
by Sudarson Nayak, Sushant Tripathy
Abstract: Despite massive technological advancement and up gradation in transport sector, operational safety largely depends on the front-line operator. The manager of transport industry, remains chronically stressed to ensure system safety along with productivity. It is always a challenge for them to deliver system safety while managing routine task along with providing system resilience against emergencies, abnormalities along with occasional operators fallibility. To handle these challenges effectively, development of suitable Non-Technical Skill for front line managers has been attempted in the paper. Generic NTS proposed could provide the necessary fillip to their Technical skill and likely to enhance their overall managerial skill. This shall also demonstrable commitment for adopting NTS for the entire organisation to enhance safety and productivity.
Keywords: Non Technical Skill; Front Line Managers; Interpretive Structural Modelling (ISM).
Customer centric success measures in project management
by Matti Haverila, Kai C. Haverila
Abstract: This research investigates 3,129 system delivery projects in the facilities management industry with an aim to understand customers perceptions of customer relationship quality, satisfaction, repurchase intent, and the role of the value for money construct in the customer satisfaction and repurchase intent context.
To test the hypotheses, the Partial Least Squares (PLS) structural equation modeling was used to test the theoretical model.
The findings show a significant and positive relationship between the relationship quality and customer satisfaction as well as between customer satisfaction and repurchase intent. Furthermore, it was discovered that the value for money construct is not directly related to customer satisfaction; instead it was found to partially mediate the customer satisfaction and repurchase intent relationship.
The study contributes to an increased understanding of the customer perceptions regarding relationship quality, customer satisfaction and repurchase intent and the role of value for money in complex system delivery projects. Future research opportunities will be discussed as well.
Keywords: project management; relationship quality; customer satisfaction; repurchase intent; value for money.
Factors Affecting Attrition in Cellular Service Subscription
by SUHEL AHMAD, Alpana Srivastawa, Seema Sharma
Abstract: Indian cellular phone market is reaching to its natural saturation with tele-density of 89.12. Subscriber's behaviour has become unpredictable and they seek best alternative among many service providers (SP's) with varied offerings. Mobile number portability (MNP) further facilitates switching; causing great revenue loss to the SP's and hence needs to be checked proactively. Industry practitioners maintain huge database containing thousands of variables to be used in their predictive models. This study attempts to identify the variables which might help in predicting attrition by fitting a logistic regression with each individual predictor and judging the usability with Wald Statistics. CART decision tree also suggests similar findings. This descriptive study finds that prior knowledge of 'n-important' variables for model building can greatly reduce the effort, time and cost. Real-time data from geographical cross-section could corroborate the reduction of variables. These variables can be further investigated in future research, while developing any predictive model for customer attrition in cellular service subscription.
Keywords: Attrition; Churn; Telecom; Mobile Number Portability; MNP; CART; Logistic Regression.
A validation of META-RELQUAL under South African micro-enterprise banking customers
by Pierre Mostert, Mariëtte Zietsman, Göran Svensson
Abstract: Despite previous studies researching META-RELQUAL in various countries, this research appears to be the first to validate META-RELQUAL under micro-enterprises in one of the BRICS countries, namely South Africa. Data were obtained from micro-enterprise banking customers of one of South Africa's largest banks. From the results it could be concluded that the ten constructs comprising META-RELQUAL, namely dependence, commitment, continuity, cooperation, coordination, formalisation, opportunism, satisfaction, specific assets and trust should be viewed as separate constructs contributing to the creation of business relationships, and more specifically relationship quality, under South African micro-enterprise banking customers. This study contributes to existing literature by validating META-RELQUAL under micro-enterprise banking customers within a BRICS context. Banking practitioners will benefit from the research findings by noting the constructs to be focused on to build and maintain relationships with micro-enterprises in an effort to create loyalty and sustain or increase profits.
Keywords: Relationship marketing; relationship quality; META-RELQUAL; social exchange theory (SET); transaction cost analysis (TCA); business relationships; micro-enterprises; BRICS; South Africa.
Vignettes-Based Research in Behavioral Operations Management
by Amol Dhaigude, Debmallya Chatterjee, Soma Lilhare, Sudhir Ambekar
Abstract: Behavioural operation management (BOM), an emerging area within operations management, explores the interaction of human behaviours and operational processes and systems, and thus challenges this very rational decision-making assumption associated with human under all conditions. BOM relies heavily on the experimental research methodology to investigate the cause and effect relationship. Vignettes are an integral to experimental research; however, they have not been effectively used in BOM. This paper investigates the potential of vignette-based research (VBR) in BOM and proposes a framework for its use. We find that VBR is cost-effective, easy to replicate, scores high on realism, and can enhance internal validity. Further, we have proposed a framework for VBR, which can greatly empower researchers who wish to carry out studies in this field.
Keywords: Behavioral operations management; Vignette based research; Experimental research design; internal validity.
Corporate Social Responsibility, Employee Productivity and Firm Valuation
by Shieh-Liang Chen, Cheng-Kun Liu, Chia-Ying Liu
Abstract: This paper first examines whether the more investments in corporate social responsibility (CSR), the less likely the share prices will be undervalued by the market. Secondly, we analyze whether there is a positive correlation between the spending on CSR and the companys productivity and explore the impact of CSR on future financial performance of a firm. The findings show that if the spending on CSR is high in the prior or/and current periods, current share prices are less likely to be undervalued. A stronger focus on CSR in the prior or/and current periods does not lead to higher productivity. This is possibly because the input of CSR has no influence on the incentives to employees. In addition, the more efforts in CSR in the prior or current periods, the better future financial performance. This study hence concludes that CSR input can mitigate undervaluation and improve future operation performance.
Keywords: Corporate social responsibility; Undervaluation; Employee productivity; Financial performance.
Internal corporate social responsibility and leadership effects on voice management and organizational performance: Analysis of collaborator perceptions across organizations in Mexico
by Andrée Marie López-Fernández
Abstract: Corporate social responsibility (CSR) has been studied and analysed from multiple perspectives, such as social and economic, and internal and external viewpoints; and increasingly implemented in organisations worldwide, notwithstanding line of business and/or size. Internal corporate social responsibility (iCSR) focuses exclusively on collaborator complexities, including collaborator voice and voice management. Leadership is perhaps the primary source of iCSR principles and practices, or those responsible for internal engagement; they are also in charge of promoting, encouraging and managing collaborator voice; yet, do leadership's traits determine practices regarding collaborator voice encouragement, as well as the latter's influence on organisational performance? This collaborator-centric study describes the relationship between leadership, iCSR, and collaborator voice, as well as collaborator perceptions, across five different types/sizes of socially responsible organisations.
Keywords: Internal corporate social responsibility; collaborator voice; voice management; firm types; leadership; Mexico.
TQM to Business Excellence: A Research Journey (1985-2018)
by Unnikrishnan P.M., Jyoti Tikoria, Arun Kumar Agariya
Abstract: This study aims at providing a comprehensive research guide from Total quality management (TQM) to business excellence for future researchers in this area. The research studies covered in this paper are taken from premiere research databases like Emerald, EBSCO, Science Direct, ProQuest online, J-Gate, JSTOR, Taylor and Francis etc. The libraries of premier institutes & other industrial reports have also been accessed to strengthen the coverage and insights. The relevance of the studies in the domain for this paper has been identified using content analysis. A total of 371 research papers are selected ranging from year 1985 to 2018 and are exhaustively reviewed to provide the major insights. It can be safely concluded after reviewing the literature that over the years, focus areas have shifted from total quality management to performance management and finally to business excellence. Another interesting trend observed is that there has been a significant increase in the awareness and deployment of business excellence practices specially in context of developing countries. The outcome of this research work in terms of providing classification of literature, definitions of business excellence, prominent global & national business excellence models and success factors will be of utmost help for the academia as well as practitioners. This study gives an important insight that there is a need for having business excellence models suiting to the specific requirements of the industries. This is most essential to excel in todays fast changing business landscape. Limitations of this research work lies in its scope in terms of review of select list of studies. A comprehensive review of the state of the art literature, identifying the critical success factors of business excellence, categorizing them under broad subgroups such as strategic and functional is the novelty of the present work. This organized review will be of great use for future researchers and practitioners in business excellence domain to gain critical insights suitable to them.
Keywords: Literature review; Total Quality Management; Business Excellence; Success factors; Content analysis; Models.
Evidence of a Glocal Marketing strategy: A case study in the Brazilian Telecommunication Market
by Paulo Duarte, Viviane Yamasaki, Thelma Rocha, Susana Silva
Abstract: This article is devoted to analyses and discuss the level of control and autonomy that Multinational Enterprises (MNEs) should grant to their subsidiaries. It analyses the impact of subsidiaries capacity to innovate and develop new products and services to the Brazilian telecommunications market, based on the case-study of Telef
Keywords: Telecommunications; Globalization; Localization; Glocal Strategy; Subsidiaries; Multinational Enterprises; Product Adaptation: Telefónica; Brazil; South America; Market Strategy; Internationalization.
Big Data: A new perspective for the establishment of Segments for Niche Marketing
by Satish Chandra Ojha
Abstract: With the advent of the 21st century, the world of marketing has completely changed the prospects of marketing in the context of attracting the customers and has restructured their methodology for very different types of customer segmentation to ensure their reach to the customer. The current study discusses the various algorithm developing scenarios, which is leading to more concentrated marketing and inturn segments the market at various different levels. The paper provides an overview of how big data and data analysis is leading the world of marketing to generate real-time customer analysis as well as demand analysis of the product, which in turn gets affected by major concern factors like time, marketing channel, product, geographical location and others, keeping in mind the popularization of social media. Further, the limitations and future implications have been discussed.
Keywords: Big Data; Customer; Customer segmentation; Digital Marketing; Niche Marketing; Social Media Marketing.